Disappointing Service

22/161273 - Cape Town suffered a heavy storm in June and my roof started leaking as a result. Firstly I had to submit my claim and follow up on multiple occasions before I got any sort of response. Then I receive messages that contractors will be visiting my property and no one pitched. I then had to send in a complaint via my Prestige Banker for a response. The bank then sent some shady guy in a private vehicle with Namibian registration to my house, who looked at my roof for 2 mins and reported it as wear and tear. After submitting a request to review this decision, I receive no response. I cannot believe this is the treatment I am receiving from a bank I have been with for 15+years and considered to be my financial partner.